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Customer Service Training

Location:
United States
Posted:
October 03, 2016

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Janet Napolitano, RN

Stuart, FL

772-***-****

acwwb4@r.postjobfree.com

Professional Summary

Ms. Janet Napolitano, RN, is a Certified Epic ClinDoc and Orders Analyst, Epic Credentialed Trainer in ClinDoc and Orders, and consulting professional with more than 17 years of experience within the Healthcare and Information Technology industries. She is currently rebuilding the training environment (MST) at Martin Health Systems in preparation for the 2016 GoLive upgrade. While she has recently supported several GoLives across the country, her most recent major project was at Novant Medical Center, NC. She was responsible for classroom training of the entire clinical curriculum, including elbow support at GoLive. She is also well versed in running Code Blue and Data Validation Labs for critical care nursing.

As a trainer, she is responsible for creating and coordinating classroom material for all clinical training. She has taught the entire inpatient curriculum to both large and small groups of providers and clinicians. Her work with The Nebraska Medical Center has included creating, validating and testing workflows related to Inpatient and HOD. She also provided general implementation and Go-Live support as well as extended Help Desk support post Go Live.

Concurrent work involves remote building and duplicating the master patient roster in the virtual training environment for her local Medical Center in Florida and per diem work at a nearby cardiology practice

Ms. Napolitano is skilled in Epic, Meditech, and NextGen; she is proficient in end-to-end testing, ODR script testing, presentations, and teaching. She has successfully met strict deadlines and project obligations while ensuring excellent customer service. She recognizes the importance of continuous learning and remains open to participating in additional training and professional development, specifically in any Epic modules.

Ms. Napolitano has demonstrated experience working with clients that include large, non-profit healthcare systems, integrated delivery networks, and teaching hospitals/academic medical centers.

Career Highlights Include:

Who's Who Among Students in American Junior Colleges (2008)

Nursing School GPA 3.81 (May 2007)

Clinical Excellence Award Fundamentals of Nursing (Dec 2006)

Recipient Basil L. King Academic Scholarship (Aug 2006)

Valedictorian, Class of 1993 DeVry Institute of Technology (Jun 1993)

Exxon Scholarship for Academic Excellence (1992)

Areas of Expertise:

Clinical Workflow Analyst Customer Service Mentoring Nursing EHR/EMR Clinical Documentation Troubleshooting NEXTGEN MEDITECH Order Entry Inpatient BLS and ACLS Telemetry

Education / Certifications / Licensure

BSN Course work, Florida Atlantic University, Port St. Lucie, FL, Dec 2009- present

ADN-RN, Indian River Community College, Ft Pierce, FL, Aug 2006 – May 2008

AS Degree, DeVry Institute of Technology, Woodbridge, NJ, Sept 1991 – June 1993

Vocational, New York City Technical College, Brooklyn, NY, Feb 1979 – Feb 1986

Liberal Arts, Carnegie-Mellon University, Pittsburgh, PA, May 1975 – Jan 1979

Certifications:

Epic Certified ClinDoc, v2015

Epic Certified Orders v2015

Progressive Critical Care Nursing Certification, Alumnus

Training:

Credentialed Epic Trainer- ClinDoc, Sep 2011 – Present

Credentialed Epic Trainer- Orders, Sep 2011 – Present

Professional History

Pinnacle Health Systems, Harrisburg, Pa October 2016- Present Go Live Support Orders/ ClinDoc for all units

Go-Live on Oct. 1, 2016. At the elbow support for all providers and clinicians including personalization and order set

support.

Martin Memorial Health Systems, Stuart, FL June 2016 – Ongoing

EPIC Master Build Patient Virtual Environment

Responsible for annual rebuild of training environment for the entire Medical System. This included building master and duplicate patients, creating script scenarios etc. Teaching tasks include creating and revising training curriculum and teaching smaller groups of physicians in all specialties.

McCullough-Hyde Medical Hospital, Oxford, Ohio June 2015 – July 2015

Certified GoLive Support Orders/ ClinDoc for ICU Units

Go-Live on June 30, 2015. At the elbow support for all providers including personalization and order set support.

Martin Memorial Health Systems, Stuart, FL June 2013 – May 2016

EPIC Master Build Patient Virtual Environment, EPIC Trouble Ticket Helpdesk – Remote work position concurrent with new project.

Responsible for setting up training environment for new Medical Center which opened in December 2013. This included building master and duplicate patients, creating script scenarios etc. Teaching tasks include creating and revising training curriculum and teaching smaller groups of physicians in all specialties.

Responsible for routing, solving or triaging all non- urgent helpdesk tickets generated through the EHR. Fixes can be education, build or optimization. Solutions and updates are reported back to physicians and feedback is closely monitored. Tasks also include reports on monthly statistics regarding types of tickets, wait times until closing and modules affected.

Novant Medical Center, Charlotte and Winston-Salem, NC April 2014 – March 2015

Credentialed Epic Trainer Clinical Documentation

Go-Live on August 2, 2014. Prepared end users to switch, with minimum disruption, to Epic Clinical Documentation EMR

Elbow support for Physicians and all clinicians while rounding during Go Live

Supported ever-changing “work-arounds” during implementation with Tip and Tricks, additional training material, quick start guides, etc.

Conducted training for staff of over 5,000 nurses in clinical documentation charting. Class size between 6 and 18 clinicians.

Delivered group instruction and one-on-one elbow support for one month after GoLive.

MDI and Code Blue labs to prepare the critical care clinicians for GoLive

CTG Health Solutions, Dallas, TX May 2012 – June 2013

Epic Analyst, Workflow & Testing Scripts – The Nebraska Medical Center (May 2012 –February 2013)

Responsible for assisting the current project staff by bringing industry knowledge of Epic implementations to inform TNMC implementation effort specific to clinical documentation development.

Works under the direction of TNMC Project Managers to provide Epic Workflow Analyst and Test Scripts support to provide workflow analysis for the Epic implementation.

Responsible for user Acceptance testing of integrated test scripts and providing feedback to teams and for operational dress rehearsals of integrated test scripts to ensure accuracy of workflows.

Provides workflow analysis and documentation as needed.

Assists in the development and documentation of testing scripts

Documents results of test script execution.

Collaborates with the CTG Epic Oversight Manager/Strategic Advisor and the Physician Strategic Advisory and Clinical Content Steering Committee as needed.

Offers weekly status reports to the CTG Epic Oversight Manager/Strategic Advisor and the TNMC Epic Workflow Analyst and Test Scripts Support.

Martin Memorial Health Systems, Stuart, FL Sep 2011 – Apr 2012

Credentialed Epic Trainer Clinical Documentation and Orders

Go-Live on 12/1/2011 and prepared end users to switch, with minimum disruption, to Epic Clinical Documentation and Orders.

Elbow support for Physicians and all clinicians while rounding during Go Live

Contributed significantly to training curriculum, including analysis of current workflow and adjusting curriculum to reflect it.

Supported ever-changing “work-arounds” during implementation with Tip and Tricks, additional training material, quick start guides, etc.

Conducted training for 900 nurses and 150 physicians in ClinDoc software and inpatient order entry.

Conducted training in large and small group settings for classes from nursing 100-400 to physician 100-300.

Delivered group instruction and one-on-one support at go-live.

Provided full-time, hands-on and phone support at Physician command center for 8 weeks following go-live.

Facilitated with all optimization labs before and after go-live. This included customization of templates and order sets.

David L. Smythe Wound Center, Stuart, FL Dec 2011 – Jan 2012

Credentialed Epic Trainer Clinical Documentation and Orders

Go-Live on 1/2/2012 and delivered one-on-one support at go-live to end users in ambulatory wound care setting.

Martin Memorial Hospital, Stuart, FL Jun 2008 – Aug 2011

RN/ Night Shift Relief Charge/ Preceptor for New Nurses - North Cardiac Step-Down Unit

Responsible for all aspects of patient care, including triage and assessment, medication administration, and assistance with activities associated with daily living.

Worked with chest tubes, external pacemakers, feeding tubes, and titration of cardiac drips.

Assignments are second-day post-op open-heart patients, and all post-intervention cardiac catheterizations, including patients requiring femoral sheath removal.

Reported directly to ADON, manage all administrative and management issues related to patients, personnel, and scheduling of admissions and transfers.

Stuart Cardiology Group, Stuart, FL Jul 2007 – Aug 2009

Abstractor

Responsible for extracting and interpreting relevance of procedural data from reports such as radiological, operative, stress and echocardiographic testing.

Charted results into legal document format.

Database included patient load for five Doctors and four Nurse Practitioners at two locations.

Bellsouth Telecommunications, Port St. Lucie, FL Mar 1998 – Apr 2005

Electronics Technician

Responsible for all aspects of Central Terminal. Completed training on 12 additional transmission switches, including installation and maintenance. Certifications available upon request.

MCI Telecommunications, NJ Jun 1993 – Feb 1998

Field Service Technician

Responsible for installation, troubleshooting, and maintenance of all customer premise equipment.

Worked with customer’s IT department to establish broadband communication across their networks.

U.S. Coast Guard, CA Jun 1989 – Jun 1991

Electronics Technician

Trained in Electronics Technology

Volunteer Activities

Jeff Galloway Marathon Training Program, Co-Director/ Fleet Feet, Stuart FL, May 2003 – Present

50 States Marathon Club, Feb 2005 – Present

Nursing Student National Association, May 2006 – Present

American Association Critical-Care Nurses (AACN), Apr 2008 – Present



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